Guest Services Manager PM

1 week ago

Jersey City, New Jersey, United States HEI Hotels and Resorts Full time
About Us

The Hyatt Regency on the Hudson is a premier hotel located in downtown Jersey City, offering stunning views of the New York City Skyline. With a rich history and a commitment to excellence, we strive to provide an exceptional guest experience.

Responsibilities
  • Take ownership of guest service for the property as a whole, ensuring that all brand standards are met.
  • Ensure efficient guest registration, checkout, guest service, and telephone service, while maintaining high levels of customer satisfaction.
  • Track guest satisfaction surveys and utilize the guest response tracking system to motivate, coach, and develop property associates.
  • Consistently motivate and educate associates to improve upon guest satisfaction and feedback, meeting and exceeding brand standards.
  • Provide training for entry-level associates and supervisors, developing and implementing controls for expense management.
  • Utilize labor management tools to schedule and control labor costs, interviewing, hiring, training, developing, resolving problems, and providing open communication and recommending discipline and/or termination when appropriate.
  • Ensure timely completion of performance appraisals, communicating both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers, taking action to resolve problems and maintain a high level of customer satisfaction and quality.
  • Ensure compliance of concierge, bellstand, valet, and driver standard operating procedures and policies, performing any other job-related duties as assigned.
  • Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction, assisting in the consistent improvement of and accuracy and quality of concierge services.
  • Champion education of associates regarding area and property history, maintaining all necessary equipment and a par stock of supplies.
  • Resolve customer complaints, anticipating potential problems by reviewing and monitoring complaints, operational issues, business flow, and associate performance to ensure high levels of customer satisfaction and quality.
  • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
Qualifications
  • Hospitality degree preferred, or equivalent work experience.
  • Experience with hotel union preferred.
  • Excellent written and verbal English skills.
  • Proficient with OPERA PMS system.
  • Advanced knowledge of brand's reward program.
  • Advanced knowledge of hospitality standards and guest service.
  • Able to handle cash and credit transactions.
  • Self-starting personality with an even disposition.
  • Maintain a professional appearance and manner at all times.
  • Communicate well with guests.
  • Must possess thorough knowledge of all concierge, bellstand, valet, and driver operations and individual job requirements.
  • Computer literacy and financial management a must.
  • Able to resolve guest, supervisor, and associate conflicts.
  • Able to manage effectively multiple tasks at all times and have excellent organizational skills.
  • Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Intimate knowledge of local area attractions and transportation.
  • Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers choices for your physical, mental, and financial wellness, creating value in your most important investment - you.

For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.

Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA.

For your financial wellness, we provide a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

Specific details and eligibility of these programs vary by location and employment status.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

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